We are all familiar of calling and having to wait for a sales person or customer service representative (rep) to come on the line because there are other callers ahead of you. The wait is a lot less when chatting online. Yes I know that it is quicker to talk then to type especially on a smartphone since the keyboard is not large. I have gotten through to customer service a lot quicker every time when an online chat is available. The time saved in not waiting for a customer service rep to come on the line can more than offset your slow typing. The customer service reps are trained to be patient. The companies would rather you use their online chat feature since less customer service reps are needed. A customer service rep can handle more than one chat at a time.
I’ll lump saving money and a written record in the same group. Long story short, I was not sure if my phone service covered me on my recent trip to Puerto Rico. I went to the Verizon store near me and they told me that only texting was covered. I did some work for a client before my trip and we were talking about Verizon. He mentioned without me saying anything that with Verizon there is not charge for using the phone in Puerto Rico. The next day I went to the Verizon website and did an online chat with a customer service rep. The customer service rep told me that under my plan calls, internet usage and text messages were included while I was in Puerto Rico. Not only did I save a copy of the chat but I was also emailed one by the rep I spoke with. I did not get charged for using my phone while in Puerto Rico but if I did, I had the written record of my chat and would have used it to contest the additional charges. I know yes I know that the calls may be recorded for quality assurance but I am not aware that they ever are required to share it with you.
So the next time you have an customer with a product you own or are thinking of purchasing something online and need help, don’t call but rather if the company has a chat feature give it a try. The savings time wise and moneywise as well as a written record may get you too to convert.
If you have further questions about combining better using your technology, I can be contacted at (917) 572-3468 or email me at email@example.com .
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